Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kranthi Thurugonda

Burwood,Vic

Summary

Dedicated and results-driven professional with a proven track record in exceptional customer service and technical support. Highly skilled in communication with polished telephone manners, adept at addressing customer inquiries. Proficient in ITIL practices, excelling in problem-solving and multitasking in high-volume environments. Expert in ServiceNow for efficient service desk operations, committed to providing top-notch support and contributing to the success of IT initiatives through effective communication and service excellence.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service and Sales Consultant

Telstra
11.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Educated customers on promotions to enhance sales.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

IT Service Desk Analyst

Haileybury School
09.2021 - 09.2022
  • Provided technical support to end-users, including students, teachers, and administrative staff.
  • Successfully assisted in resolving hardware and software issues promptly, demonstrating strong problem-solving skills and technical expertise.
  • Prioritized and categorized incidents based on their urgency and impact, ensuring timely resolution within established service level agreements (SLAs).
  • Created new user profiles for students, staff, and parents.
  • Managed user accounts, assisted in changes in administrative accounts, and passwords in Active Directory.
  • Collaborated with other IT team members to escalate and resolve complex issues.
  • Conducted user training sessions on common IT tools and practices.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Customer Support

Auckland Express
04.2019 - 08.2021
  • Interacted with customers as first point of contact, consistently providing effective solutions to their inquiries and concerns.
  • Achieved Employee of Month recognition for April 2020 by exceeding customer service expectations, leading to notable 15% increase in sales.
  • Demonstrated exceptional skills in managing cash control, ensuring accuracy in financial transactions.
  • Successfully updated stock records in Excel sheets, maintaining real-time visibility of inventory levels.
  • Effectively communicated with wholesale vendors, facilitating seamless stock replenishment through phone calls and emails.
  • Initiated and executed promotional activities by sending targeted emails to registered customers, driving awareness and engagement for ongoing promotions.

IT Support Technician

Vaska Technologies,
12.2017 - 01.2019
  • Consistently provided Level 1 technical support to all end-users, demonstrating proactive and responsive approach to IT assistance.
  • Proactively troubleshooted and resolved wide spectrum of users' IT issues, showcasing keen problem-solving ability and reducing downtime significantly.
  • Demonstrated proficiency in escalating complex problems and effectively liaising with third-party vendors, ensuring comprehensive and timely solutions.
  • Received positive feedback from end-users for consistently delivering prompt and effective resolutions, enhancing overall user satisfaction and productivity.
  • ·Streamlined and improved user onboarding process by creating and managing all new user accounts in Active Directory and various third-party systems.
  • ·Successfully facilitated training sessions and demonstrations for internal stakeholders, contributing to enhanced understanding and proficiency in IT tools and practices.
  • Received positive feedback for clear and engaging communication during training, ensuring stakeholders grasped and applied knowledge effectively.

Education

Master's Degree - Information Technology

Charles Sturt University
Melbourne, VIC
11.2020

Bachelor's Degree - Electronics And Communication Engineering

SRM University
Chennai, India
11.2020

Skills

  • High-quality customer service
  • Software-Hardware troubleshooting
  • Help desk ticketing systems
  • Active directory user management
  • Office 365 management
  • Windows 10/11 administration
  • Commitment to quality and service
  • Good telephone etiquette

Technical Skills

  • Operating Systems: Windows 10, 11, Server 2016, 2019, 2022
  • Desktop Applications: Microsoft Office 365, Various Third-Party Applications
  • Ticketing Systems: ServiceNow, Spiceworks, Jira service management
  • Remote/Shadowing: Quick Assist, TeamViewer
  • Additional Skills: Azure Active Directory

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Certification

  • Microsoft 365 Certified: Fundamentals (Issued by Microsoft)

Timeline

Customer Service and Sales Consultant

Telstra
11.2022 - Current

IT Service Desk Analyst

Haileybury School
09.2021 - 09.2022

Customer Support

Auckland Express
04.2019 - 08.2021

IT Support Technician

Vaska Technologies,
12.2017 - 01.2019

Master's Degree - Information Technology

Charles Sturt University

Bachelor's Degree - Electronics And Communication Engineering

SRM University

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Kranthi Thurugonda